History

History is the archive of every conversation of the workspace: chats and calls in one list, with filters and the full transcript of each.

The list

Tabs All, Chats, Calls. Columns: channel, From, Agent, Date, and for calls Duration and Status (Successful, Not answered, Failed). Search conversations, filter by channel, agent and date; on Calls also by status and duration.

A conversation

Click a row to open it:

• contact, agent, channel, date, and duration and status for a call or the message count for a chat;
• Transcript — with every tool call (click it for the input and output) and, under audited AI replies, the Auditor verdict;
• Call recording — for calls.

Export is not available yet.

Next

• Chats — live conversations
• Analysis — grade conversations at scale